Quality Control Analyst (Professional / Manager)

Let's introduce ourselves

Quality Experience/Dispure Resolution Manager

Location: Ridgeville, SC or Mahwah, NJ with regular travel

Govern the end-to-end Critical Customer and Dispute Resolution operations for the U.S. market, ensuring rapid, compliant, and customer-centric outcomes on high-impact cases. This role uses structured triage, root-cause learning, and durable countermeasures to prevent reoccurrence.

Note: All Dispute Resolution Team Members will have a dotted line reporting relationship to this position

What You'll Do

• Governance & Escalation
• Ensure timely escalation and resolution of potential high-impact issues, preparation
  
  

of fact-based case reports, and decision readiness for leadership reviews.

• Consolidate insights from customer care, roadside assistance, warranty data, and
  
  

technical reports to inform decisions.

• Chair cross functional team meetings to review and mitigate active cases
• Dispute Resolution Operations
• Lead the end-to-end dispute portfolio (warranty disputes, buybacks, trade assists,
  
  

settlements), balancing customer satisfaction, regulatory adherence, and cost.

• Build standardized SOPs or Operations Manuals for mediation, arbitration, and
  
  

litigation support.

• Establish an Alternative Dispute Resolution (ADR) operating process with Legal and
  
  

Customer Care, including quality of filings, timeliness, and settlement criteria.

• Quality Learning & Prevention
• Convert dispute and critical case signals into root-cause learning and preventive
  
  

actions (technical journals, service guidance, retailer enablement) in collaboration

with Technical Support

• Drive monthly Case Review Process (CRP) cadences with Retailer Technical Support
  
  

(RTS) and field teams to improve case quality, clarity, and cycle time.

• Compliance, Audits & Management Systems
• Maintain readiness for internal/external audits (e.g., ISO 9001 relevant to complaint
  
  

handling, customer satisfaction, and corrective action).

• Integrate Business Continuity principles for critical activities, ensuring continuity of
  
  

dispute operations during disruptions.

• Analytics, Reporting & KPIs
• Co-develop cross functional KPIʼs and priorities with involved business units
• Develop a dispute analytics dashboard (warranty, buyback/trade-assist, customer
  
  

care signals) with weekly trend reviews and monthly executive reporting.

• Track and improve: cycle time to resolution, buyback/trade-assist count & cost,
  
  

re-occurrence rate, and customer satisfaction outcomes.

Success Measures

• Establish working processes and governance
• 100% adherence to escalation and documentation standards.
• Evidence of preventive actions leading to measurable decline in repeat dispute drivers
• Measurable reduction in buyback/trade-assist volume and cost
  
  

Key Interfaces

• Warranty Operations (policy, payments, buyback/trade-assist governance)
• Technical Helpdesk & Field Technical Support (case quality, guidance)
• Customer Care (case intake quality, customer communications)
• Legal & Compliance (ADR strategy, litigation support)
• Retailer Network & Market Teams (execution and customer outcomes)
  
  

What You'll Bring

Must-have

• Bachelor Degree in Engineering, Business, or related experience (advanced degree a
  
  

plus).

• 5–10 years in automotive service quality, warranty, customer care operations, or
  
  

product compliance with measurable outcomes in escalations/disputes.

• Demonstrated experience running structured escalation frameworks and preparing
  
  

cases for executive decision forums.

• Operational knowledge of ADR pathways and settlement levers in a
  
  

warranty/consumer context.

• Familiarity with ISO 9001 processes and audit evidence requirements.
• Strong analytics and storytelling skills; ability to turn noisy case data into clear
  
  

priorities and actions.

Nice-to-have

• Experience with Business Continuity constructs (BIA, critical impact lists,
  
  

RTO/MAO).

• Exposure to U.S. automotive compliance and authority interactions.
• Background in continuous improvement/Lean problem solving.
  
  

Leadership & Competency Profile

• Drives outcomes through clear governance, coaching, and performance
  
  

management.

• Digital leadership mindset: frames purpose, empowers teams, and uses data
  
  

dashboards to steer operations.

• Compliance & risk orientation: balances customer outcomes, cost, and regulatory
  
  

exposure; ensures audit-ready controls.

Working Conditions

• On-site in Ridgeville, SC or Mahwah, NJ with regular travel for stakeholder
  
  

alignment, reviews, mediations, and audits.

• 25% travel expected
• Participation in off-hours critical incident calls when required
  
  

Salary Range:

• $79,834 to 119,751 per year
  
  

Compensation is determined based on experience, qualifications, internal equity, location and company guidelines